Product Manager - CRM

Worker Type:

Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise "If you can imagine a better future, let's find a way."

We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same.

Ko mātou tēnei | This is Us

The team is responsible for ensuring that customer relationship management capabilities are fully embedded, adopted, and leveraged across sales and service teams to drive exceptional customer and colleague experiences.

This team works cross-functionally with product, technology, risk, data and distribution teams to ensure that CRM tools and processes are not only fit-for-purpose but also aligned to the Bank’s strategic ambition.

Mō te Tūranga | About the Role

We sat down with the People Leader (who you would report to) and they told us the following about the role:

This is a permanent full-time role based in Auckland. It is a hybrid role with three days in the office and two days where you can work flexibly.

What are 5 day to day tasks the person in this role will complete?

• Identify and address relationship management capability gaps with key stakeholders.

• Develop and deliver training, resources, and enablement support.

• Support change management activities to drive adoption of new practices.

• Partner with technical and design teams to align solutions with business goals.

• Track adoption, gather feedback, and support continuous improvement.

What is the team culture and environment like?

The team culture is high-trust, supportive, and fast-moving. We have each other’s backs, communicate openly, and work together to solve problems quickly and pragmatically. It is an environment where people are trusted to take ownership, move at pace, and stay focused on delivering great outcomes for customers, colleagues, and the Bank.

What skills and experiences are required for this role?

Essential:

• Financial Services product management, project management, or related business experience.

• A good understanding of customer relationship management processes and practices.

• Demonstrated change management experience, with a sound understanding of modern change management methodologies.

• Systems thinker with demonstrated implementation results.

• Ability to manage competing long-term objectives and tactical demands.

• High level of communication skills and proven ability to work with senior stakeholders.

Desirable:

• Project management qualifications/accreditations

• Experience with technology platforms such as Salesforce CRM, specifically Financial Services Cloud

Qualifications:

• Salesforce accreditations would be preferred, but not essential.

What attributes will this person display in order to be successful in this role?

To be successful in this role, this person will bring a strong desire to learn, curiosity, and a willingness to challenge the status quo in a constructive way. They will be self-sufficient, forward thinking, and comfortable using out-of-the-box thinking to solve problems. They will also have strong stakeholder management experience, with the ability to connect the dots across programmes and workstreams, think big picture, and understand how their work contributes to broader customer, colleague, and business outcomes.

What is your management style?

My management style is high-trust and outcome-focused. I like to give people clarity on the goal, the support they need, and the space to deliver in their own way. I am methodical in how I plan and prioritise work, and I place a strong focus on creating great customer and colleague experiences. I value open communication, practical problem-solving, and a team environment where people feel trusted, supported, and empowered to do their best work.

Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand

This is an exciting opportunity to join us!  We're bold thinkers who are taking brave steps to create a company that people want to work for, and customers want to bank with. If you're ready to join a fun organisation where we are proud of our culture and how we are helping New Zealander's to 'Find their way', then show your interest by submitting your application - we can't wait to read it. 

Ehara taku toa i te toa takitahi, engari he toa takitini" - Success is not the work of an individual, but the work of many.”

Applications will be reviewed regularly across the advertising period, but we do reserve the right to close applications early.